SERVICE DESK MANAGER
Complete Technology Services
The Service Desk Manager is accountable for the overall performance, efficiency, and success of the Service Desk team. This role is responsible for ensuring service requests are handled in a timely and professional manner, meeting Service Level Agreements (SLAs), and driving continuous improvement across service operations.
Success in this role requires strong leadership, the ability to balance operational priorities, and a commitment to delivering an exceptional client experience while developing and supporting a high-performing team.
Position Overview
- Recruit, train, mentor, and develop Service Desk technicians to enhance technical capabilities, troubleshooting skills, and customer service performance
- Manage daily Service Desk operations, ensuring timely response and resolution of support requests in alignment with SLAs
- Monitor and prioritize incoming tickets to ensure accurate triage and efficient workload distribution
- Serve as the primary escalation point for complex or high-impact service issues
- Drive accountability through performance management, coaching, and regular team evaluations
- Ensure all service activities are properly documented in the ticketing system, including actions taken and final resolutions
- Provide regular reporting and dashboards on team performance, ticket trends, SLA adherence, and key service metrics
- Collaborate with other departments to improve service delivery processes and client outcomes
- Optimize workflows, processes, and team productivity to enhance operational efficiency
- Maintain a high standard of customer service, demonstrating professionalism, responsiveness, and care in all interactions
- Support staffing needs, including hiring and onboarding, to ensure appropriate coverage and scalability
Qualifications
- Proven experience managing Service Desk, Helpdesk, or Technical Support teams
- Strong understanding of IT service management concepts, tools, and best practices
- Demonstrated ability to lead, motivate, and develop technical teams
- Excellent customer service skills with the ability to effectively communicate between clients and technical staff
- Strong organizational, analytical, and prioritization skills
- Excellent written and verbal communication skills
- Experience with ticketing systems, reporting, and service metrics
- Ability to multi-task and manage competing priorities in a fast-paced environment
- Familiarity with time tracking, resource allocation, and service performance measurement
Preferred
- Experience in a Managed Service Provider (MSP) environment
- ITIL or other service management certification
- Bachelor's degree in a related field (or equivalent experience)
Additional Information
Some after-hours and weekend work may be required to support client needs and maintain service continuity
